Posting Note: The Manager, Connected Care Center is responsible for the operational and clinical oversight of a 24/7 system-wide transfer and patient access center, supporting both adult and pediatric services. This role provides leadership for a team of 31 employees, including clinical staff and PARS support specialists, ensuring efficient coordination of patient transfers, access, and communication across the health system.

The Manager will oversee approximately 30 team members plus one clinical supervisor. The Connected Care Center serves as a centralized system-level function, with established processes in place and ongoing opportunities to strengthen workflow, communication, and operational efficiency.

The ideal candidate will be a BSN-prepared Registered Nurse with at least 5 years of nurse leadership experience, preferably from an Emergency Department, bringing broad clinical knowledge and the ability to support complex patient placement and transfer decisions. Success in this role requires a proactive, solutions-oriented leader who demonstrates energy, enthusiasm, and a commitment to excellence. This position, will be located at our Thomas Campus, 1919 E. Thomas Road, M - F, 8 AM - 5 PM.

The Manager Connected Care Center is a centralized, system-wide position overseeing the Connected Care Center directing both internal and external patient transfers and direct admissions from outside healthcare facilities, community physician offices, across the Phoenix Children’s system, and across the country. This position provides leadership and operational direction of capacity management, and patient flow.

• Clinical Leadership
  
  1. Maintains 24/7 accountability and operates as the management contact for the Connected Care Center, including evaluating, implementing and supervising both clinical and operational activities for the Connected Care Center.
  2. Manages, evaluates and supervises operational functions and activities of Connected Care Center by guiding and supporting staff.
  3. Responsible for collaborating with service lines across the Phoenix Children's system to develop and implement the patient logistics philosophy, standards of practice, department goals, policies and procedures.
  4. Understands and assesses necessary personnel to meet fluctuating census, acuity and throughput goals.
  5. Implements innovative and effective recruitment, retention and on boarding strategies in collaboration with HR and other departments/disciplines to meet unit needs as well as to foster growth and staff satisfaction.
  6. Ensures continual delivery of high-quality patient care via nursing triage and throughput.
  7. Assures compliance of DNV and CMS standards as well as other regulatory agencies.
  8. Enforces adherence to state board of nursing and state nurse practice requirements and to other governing agency regulations; measures health outcomes against standards; makes or recommends adjustments.
  9. Remains current and works towards best practice in nursing management, clinical knowledge and Phoenix Children's policies and procedures. Incorporates nursing expertise by serving as a resource related to clinical aspects of areas of responsibility.
  10. Evaluates all assigned areas technologies and oversees the implementation, maintenance, software and network structure, all back up locations and makes recommendations on new technologies as they become available to improve efficiency.
• Human Resource Management
  
  1. Manages all aspects of personnel administration for unit(s) of responsibility including by not limited to recruitment, interviewing, and selection of professional, technical or supervisory staff.
  2. Implement strategies to foster staff’s high engagement, maintain low staff turnover, and support high level of staff satisfaction.
  3. Evaluates staffing patterns/needs; match staff competency with patient acuity.
  4. Effectively manages grievances in collaboration with appropriate leadership and Human Resources, monitors staff for fitness for duty, performance improvement and initiates corrective action as appropriate.
  5. Identifies key performance indicators; establishes data collection methodology; evaluates performance data; responds to outcome measurement findings; complies with documentation requirements.
  6. Works collaboratively with supervisors to identify staff performance issues/needs, provides feedback and support to address staff issues requiring immediate intervention, and identifies educational needs to ensure maintenance of established performance, competency, and quality standards.
  7. Monitors/reviews RISE safety reports and collaborates with supervisors for trends; develops and implements strategies to address drifts in practice.
  8. Assesses customer and patient satisfaction; develops strategies to address satisfaction issues.
  9. Develops and supervises staff through provision of timely feedback and use of appropriate Human Resource policies and tools to facilitate and ensure the ability of staff to achieve highest level of professional growth and desired performance standards.
  10. Develops and implements service line-based Education for orientation and ongoing professional development of all staff.
  11. Participates both proactively and retroactively in assessing and reviews quality of care by utilizing modalities such as rounding, data collection through dashboards, etc. and participating in event reviews, as appropriate.
• Financial Management
  
  1. Recognizes the impact of throughput on reimbursement and revenue.
  2. Provides timely review and feedback to management team for fiscal responsibilities of designated areas reflecting optimal utilization of all resources.
  3. Works in collaboration with other leaders and departments to develop, secure approval for, and monitor revenue, expenses and capital budget for areas of responsibility.
  4. Reviews financial data monthly and recommends/implements strategies to ensure compliance with approved budgets.
  5. Conducts ongoing evaluation of productivity.
• Strategic Management
  
  1. Establishes and oversees department-based goals in conjunction with system wide organizational goals/priorities.
  2. Supports the growth of Phoenix Children’s; participates in the development and implementation of programs, as applicable.
  3. Facilitates, attends and participates, as appropriate, in medical staff, hospital and patient care area committees.
  4. Facilitates a structure of shared governance; supports a just culture.
  5. Supports department based and system wide research and quality improvement initiatives.
  6. Continually adjusts the operations of assigned areas to meet financial, customer service, and other organizational goals.
  7. Works collaboratively with key stakeholders and Physician to establish, revise, and enforce the clinical criteria for transfer operations, throughput, and patient placement.
• Performs miscellaneous job related duties as requested.
  

To advance hope, healing and the best healthcare for children and their families

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable